CUSTOMER SERVICE MANAGER

Customer centricity:
Pro-actively engage key customers, in conjunction with the Sales organization, to maintain required knowledge of customer's practices, needs and strategies as they relate to forecasting, customer ordering processes, customer profitability management.
Customer Focus 360º
Proactively identify/analyze/ implement client optimization / service uplift opportunities. Including dealing with customer requests such as labelling, MOQ, penalties, increasing shelf-life request, unload and penalties contract cost, etc focusing on delivering an optimal service level, while focusing in Added Value tasks. Maximize customer fulfillment. Never Out of Stocks.
Team Management & Development
Provide strong leadership to the Customer Service team, building engagement, accountability and a high-performance culture. Set clear goals, develop team capabilities and drive performance. Ensure alignment with the organization’s objectives and purpose, leading change and continuously improving the customer experience.
O2C Process Ownership
Ensure a clear, clean, transparent, and comprehensive O2C flow including managing orders, credit notes, penalties until final invoicing to our customers.
Mec and Reporting
Make sure to deliver month end processing. Support in providing required documentation and reporting during internal and external audits (Inventories, Orders, Invoices, etc.) Maintain system and database integrity.
Process & Digitalization:
Optimize the process through standardization and automation of related workflows within SAP or other IT tools.
Minimum 5 years of experience as a Customer Service Manager or Operations Supply Chain in a multinational environment.
Bachelor's degree or equivalent
Deep understanding of the B2C environment and its players with the ability to effectively leverage previous work experience in managing multiple different customers.
Strong project management skills with full appreciation of the “big picture” without losing sight of the detail and commitment to deliver quality results.
Ability to cope in a fast-paced environment, within a global organizational framework.
Good knowledge of drafting contract
Spanish and English. Both fluent in writing and speaking.
Solid experience in leading and managing teams.
Process-oriented with a holistic view and experience in change management
Profound analytical skills and creative problem-solving.

Employment type
Full-time

Work arrangement
No